How to restore promotion after order cancellation?
neighbour
Enthusiast - Level 1

I have recently gone through all kinds of edge cases with Verizon.

TLDR: Have you had experience with canceling an order and then re-order with the same special discount / trade-in promotion? Do I have to wait a while for the system to resume the deal that was actually unused?

Here is the timeline:

day 1: I ordered an iPhone with a good trade-in promotion for pickup. I went to pick up, but the store told me their system was broken. What they can do is to cancel my pickup and order directly from them. I was like what?? their system's pickup part is broken but they can still cancel and reorder for me? With no trust, I left.

I returned home, contacted customer service, who said they would need 3--5 days to fully cancel my order, during which I would not see any updates to my order. After that I can reorder. Fine.

day 2: I decided to try to click "cancel" on my own and see what happens. Ha! It immediately canceled. So I canceled both the purchase and trade-in parts. But the previous promotion did not come back.

day 3: The previous promotion still did not come back. It shows for other lines in my account. I contacted online support again, and they confirmed that it was canceled on day 2 (so the first agent wasn't doing the right thing), but the deal offer status is accepted so cannot let me reuse the same deal.

 

I feel betrayed tbh. It's so common to cancel and re-order a phone for different color, etc. This is not a return, just a cancel. Why not having the same deal? Let alone the strange issue of not allowing me to pick up with "system issue". I highly doubt that store just wants more sale commission attributed to their own.

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vzw_customer_support
Customer Service Rep

We're truly sorry to hear about the trouble you've had trying to process your device order, neighbour. I certainly understand wanting to receive the best value for your money. We'd be more than happy to take a closer look at your account and shed some light on your questions. I'll be sending a Private Note to better assist.

~Izzy

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2 Replies
vzw_customer_support
Customer Service Rep

We're truly sorry to hear about the trouble you've had trying to process your device order, neighbour. I certainly understand wanting to receive the best value for your money. We'd be more than happy to take a closer look at your account and shed some light on your questions. I'll be sending a Private Note to better assist.

~Izzy

neighbour
Enthusiast - Level 1

After order cancellation, the original promotion that was used for that order would not re-appear immediately.

For future reference, it takes some time (in my case over a weekend plus half of Monday) for the original promotion to re-appear after order cancellation. If it takes too long, contact support (which is a hassle but is helpful).

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